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UCCX queue time (Resolved)

Dear all,

We have UCCX managing a simple IVR where if all agents are busy the calling user is placed in a Waiting Q with some music.

While gathering the reports we noticed a difference between the Queue time shown in "CSQ Activities"  and the Queue time calculated in CSQ Call Details.

In particular according to "CSQ Activity" the max queue delay is 4 minutes. Which supposedly means that no calls have been kept in the queue for more than 4 minutes.

While the "CSQ Call detailed Report" show that some calls have remained in the Q for well more than 10 minutes. We can see from the same report that these calls have enventually been served picked up (they have not been abbandoned by the user), so they should be considered in the CSQ Activities in the MAX Q time.

Can anyone help us understand if they have a different meaning or they are collected in different way?

Thanks,

Francesco

1 REPLY
New Member

UCCX queue time

Everything resolved.

Apparently when exporting data as CSV from the Report Archive, it messes up the column title.

Turns out what showed as Q Time, was instead the Call Duration.

I take the chance to raise this issue with whoever wrote the software.

cheers,

Francesco

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